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Refund & Return Policy

Effective Date: July 10, 2026

At HL Supply LLC, we specialize in high-quality, custom-branded hotel amenities. Because every slipper we produce is uniquely manufactured with your specific logo, our return and refund options are limited. By placing an order, you acknowledge that you are purchasing a non-resalable, custom-manufactured product.

The Approval-Then-Deposit Standard

Our process is designed so you approve exactly what you're getting before you commit:

  1. We create a digital mockup of your logo on your chosen slipper.
  2. We produce a physical stitched sample for your approval.
  3. Once you approve the sample, we invoice you.
  4. You pay a 50% deposit.
  5. Production begins.

The "Point of No Return"

  • Before deposit: You may cancel at any point before paying your deposit and receive a full refund of anything paid.
  • After deposit (production begins): Once your deposit is paid and production begins, the order is final and non-refundable, because manufacturing of your custom, non-resalable goods is underway. We do not accept cancellations for change of mind, event cancellation, or ordering errors after this point.

Manufacturing Defects & 7-Day Window

We stand behind our work. If your order arrives with a legitimate manufacturing defect, we will fix it.

  • Reporting Period: Report any defects within seven (7) calendar days of the delivery date.
  • Definition of a Defect: A significant deviation from the approved stitched sample.
  • Filing a Claim: Email [email protected] with your order number and high-resolution photos clearly showing the defect.

Exclusions From Defect Claims

The following are industry-standard variations and are not eligible for refunds or remakes:

  • Color Variance: A reasonable variance between your screen's display (RGB) and physical embroidery thread is normal — which is why we provide a stitched sample for approval first.
  • Minor Placement Variance: Minor shifts in embroidery placement (up to a few millimeters) are standard in production.

Resolution Process

If a defect is verified by our team:

  • Remake Policy: We will remake the defective portion of your order at our expense.
  • No Physical Returns: To save you time and shipping costs, we do not require you to ship defective products back. Your photo verification is sufficient.
  • Refunds: In the rare event a remake is not possible, a refund may be issued at our discretion.

Contact Information

HL Supply LLC · Email: [email protected] · Phone: (302) 203-9882
24A Trolley Sq, Unit #4143, Wilmington, DE 19806